Senior Customer Success Manager
9.0/10
BitGo
$140,000 – $170,000 USD
Office / on-site
senior
8 days ago
cryptofintechsupportweb3account managementcustomer successproject managementanalytical skillscommunication skillsproblem-solvingcryptocurrency ecosystemtrading
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Description
What you'll do
- •Serve as a dedicated advisor to platform and fintech clients, helping them navigate and optimize their use of BitGo’s offerings.
- •Build and maintain strong relationships with key stakeholders to ensure ongoing engagement and satisfaction.
- •Partner with clients to develop tailored success strategies, identifying goals and key performance indicators to track progress and maximize value.
- •Conduct regular check-ins to review customer progress, align on strategic objectives, and provide insights into relevant platform enhancements.
- •Utilize customer usage data to provide meaningful recommendations that drive adoption and ensure customers achieve their desired business outcomes.
- •Lead strategic business reviews with executive and technical stakeholders, offering guidance on best practices and expansion opportunities.
- •Collaborate closely with the Sales team to identify and execute opportunities for growth, including renewals and upsells.
- •Work with Solutions Engineering to ensure seamless onboarding and activation of new accounts, setting them up for long-term success.
- •Act as a bridge between customers and internal teams, translating feedback into actionable product improvements.
- •Proactively manage potential risks by monitoring customer health metrics, addressing challenges early, and mitigating churn.
- •Offer expert guidance on deployment strategies and best practices across various communication channels, including in-person meetings, video calls, and digital messaging platforms.
Conditions
- •Competitive base salary, bonus and stock options
- •100% company paid health insurance for employee, partner and dependents
- •Up to 4% 401k company match
- •Paid parental leave, paid vacation
- •Free custom lunches, dinners and snacks
- •Computer equipment and workplace furniture to suit your needs
- •Great colleagues and inspiring startup environment
- •Benefits may vary based on location
Requirements
- •4+ years of experience in account management, customer success, or a similar role within technology or financial services.
- •Proven ability to guide customers through complex technological or operational transitions, acting as a trusted consultant.
- •Strong analytical skills to interpret customer data and translate insights into actionable strategies.
- •Experience managing high-value customer portfolios ($2M+ ARR) and successfully driving expansion and renewal opportunities.
- •Ability to create structured success plans and track progress toward key business outcomes.
- •Excellent communication skills, capable of engaging with both executive leadership and technical stakeholders.
- •Strong problem-solving abilities, with a proactive mindset to anticipate challenges and present solutions.
- •Project management expertise, ensuring effective execution of initiatives that drive customer success.
- •Familiarity with the cryptocurrency ecosystem, trading, or digital asset custody is a plus.
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